As an energy supplier you may receive case referrals from the Extra Help Unit. Case types are categorised according to whether the consumer has already contacted their supplier to try to resolve the issue.

Priority complaints:

When a consumer is off supply or at imminent risk of being off supply, this will be logged as a priority complaint and actioned to secure the energy supply as soon as possible.

Complaints:

If the consumer has contacted the company and was unable to reach a satisfactory resolution, the case is logged as a complaint.

Enquiries:

If the consumer has not given the company an opportunity to investigate the matter but is unable to take it forward themselves, the case is treated as an enquiry.

If you are an energy supplier and require more information on an EHU process please contact your EHU Supplier Performance Lead.